Complaints

This profile includes complaints for Viator, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Viator, Inc.

  400 1st Ave Needham, MA 02494-2815

• 

  Viator, Inc.

  777 N Rainbow Blvd STE 300 Las Vegas, NV 89107

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a tour guiding business. I receive 95% of my bookings through viator. Over 10 days ago I found out that my business, caribou tours, is no longer listed on their website because of the digital services act. I sent viator the needed information for reverification to become compliant with the digital services act immediately. Since then, I have called viator daily and am told to just wait and they have no idea how long verification will take and cannot contact the verification department. Meanwhile, my business is at a standstill, I'm receiving no new bookings and losing out on thousands of dollars of potential income.

  Business Response

  Date: 06/03/2025

  Viator has reviewed this request. Unfortunately, Viator **************** is only able to assist with booking-related issues in the service center. 
  
  To address questions about updating the account on Supplier's Platform, answers can be found in the *** section of the Supplier ************ From the ************ each supplier may also contact our Supplier Support team by selecting the "help" button in the lower-right corner and choosing your method of contact. Viator provides a 24/7 live chat and phone support. For the supplier's assistance, direct links are found below:
  
  ********************************************************************************
  
  Kind Regards,
  Viator Customer Care
  
  

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased a tour in ***** through this company have paid and confirmed email was told to meet for pick up at 415 at a location was at location from 330pm till 445pm no show and company will not refund money as said I should have taken picture at pick up spot

  Business Response

  Date: 06/03/2025

  Viator has reviewed the case. On May 27, 2025, the customer placed a booking for an Aruba Ecological Horseback Ride experience scheduled for May 28, 2025 for a total amount of USD ******. Viator has reviewed that the tour operator notified the customer via email the night before the tour of the exact pick-up location and pick-up time. 
  
  The customer has reached out to ********************** ************* to request a refund as they indicated the tour operator did not show up at the agreed pick-up time and pick-up location on the travel date. The tour operator has initially denied the refund request. Viator has done a second review on the investigation and communicated with the tour operator. Viator has processed a full refund of USD ****** on this booking on June 3, 2025 as requested by the customer on the statement that the tour operator did not show up at the agreed pick-up time and location.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 06/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***** ********

• Initial Complaint

  Date:06/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired someone thru viator for a tour in **** at the *******. I was promised a 2.5 hour tour which did not happen. I received a call the day before my tour to give me instructions on where to meet and I explained that my husband had injured his back 2 weeks ago but that he was able to ambulate fine. We arrived 25 minutes early and we were rushed onto the back end of a cruise already in progress. Upon starting the tour the tour guide was ******* us through the museum and when i asked if he was going to allow us to know what was in the large rooms we were passing and if we could go inside to see he was visably upset by that question because others wanted to look as well. He stated it's very packed and we were not going into the room to look inside. He then proceeded to take off and left me and my husband behind after only 15 minutes of touring. I called the gentleman who called me the evening before to let him know this and he did not call me back nor did he call the tour guide which he could have very easily done. The tour guide had a microphone and he could have spoken to us on it as well. I have called and emailed numerous times to no avail. I have asked to speak to a supervisor and none have called me. I did get a response that all they were willing to give us back was 10% which is not ok.

  Business Response

  Date: 06/03/2025

  Viator has reviewed the case. The customer made a booking on April 13, 2025 for Guided Tour ***************, **************, ********************. The listed rate was USD ****** for the travel date of April 16, 2025. The customer requested a refund due the tour guide rushed the tour and left them behind. Viator has contacted the local tour operator. The local tour operator denied refund stating that the customer willingly left the group inside the Vatican due they were unable to follow the group and gave back the headset. The tour operator has also advised that they made sure with customer if customer can walk and follow the guide before the tour stated, and they said they can.
  
  As the experience did not live up to customer's expectations, ********************** has provided 10% refund which is USD ***** as a gesture of goodwill.
  
  The customer is requesting a callback, so ********************** will attempt to call customer on the time/number as requested.
  
  Kind ************************************************

  Customer Answer

  Date: 06/04/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  I am not quite certain who this person is speaking about but we absolutely did not leave the tour voluntarily. As I mentioned earlier our tour was scheduled to start at one and we arrived at the meeting area 25 minutes earlier and walked quite a distance to meet up apparently the person who took us there had called up ahead for him to wait. We were given the headphones and introduction to the guide and off we went. By one oclock we were already left behind. I do have a text I sent to the coordinator that shows by 1:05 we were already left behind. When we started the tour we were being rushed through by the tour guide and when I asked if we could visit inside the rooms he was passing by he was visibly annoyed by that request and stated its very crowded today and others in the group were also complaining. I was speaking with him and asking questions and he did answer but was not very happy. There was absolutely no way he did not notice us missing because I was speaking to him on a number of occasions as I stated. We never turned in our headphones to him as a matter of fact we were hoping he would attempt to communicate with us because I did call and text the gentleman who coordinated the tour and never heard from him. This gentleman could have reached out to his employee and ask him to communicate to us via text or our headphones. The guide would have been able to communicate with us but we could not with him. Shortly after he left us behind we were not able to hear him speaking any longer. We did return the headphones to the appropriate drop off box once we navigated ourselves to the exit. We paid for a 2 1/2 hour guided tour that we did not receive. I could have purchased entrance tickets for less money. We traveled quite a distance to visit the Vatican and sought out a company that would provide us with a wonderful experience and he did not. Actually I was quite anxious the entire time we were lost. 

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Lucia

   

   

  Business Response

  Date: 06/19/2025

  Viator has processed a second review on the case and has called back the customer as requested following their communication. Viator has processed a full refund of USD ****** on the booking as a one-time courtesy. The customer has been notified via email on June 4.
  
  Viator has also initiated an internal investigation regarding the situation with the tour operator and the guide, as Viator strives to ensure the tour operators providing experiences and tours to travelers are meeting high-quality standards.
  
  Kind regards,
  Viator *************

• Initial Complaint

  Date:06/01/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 20, 2025, I was supposed to be picked up from the airport in ******, ****** by a transportation company I booked through Viator. I had a confirmed voucher, but no one showed up. The day before, on May 19, I messaged the company on ******** to confirm the pickup, and got no response. On the day of my arrival, I called them directly and was told they had no idea about my transfer request. I had to arrange my own transportation to the hotel, which was frustrating and stressful after a long trip. I filed a refund request through Viator, but it was denied after the company claimed they did pick me up, which isnt true. They submitted a payment receipt as proof, which only shows that I paid for the service, not that it was completed. A few days later, the company finally emailed me and admitted they were at fault. They said the driver didnt follow protocol, instead of holding a sign with my name, he held a sign with my hotel name (a well-known property on the island). Worse, he picked someone up without even confirming their name. So it turns out they transported the wrong person and left me stranded. Despite this, I still havent been refunded. The company is now saying that only Viator can issue a refund, but Viator already denied my request based on the companys earlier false statement. This was a disappointing experience, especially for a traveler arriving in a new country. I want to make sure others dont go through the same issue with this company. Viator was also very unhelpful during this process.

  Business Response

  Date: 06/03/2025

  Viator has reviewed the case. The customer made a booking on May 18, 2025 for ****** Airport Transfers. The listed rate was USD131.04 for travel date of May 20, 2025.
  
  On May 28, 2025,customer initiated a refund request in the system without stating any reason.The local tour operator rejected the refund request stating the driver showed up as usual and did the ride normally.
  
  As customer indicated about the local tour operator admitting the error, Viator is following up with the local tour operator about the refund request once again.  Viator has also sent a message to customer asking to forward the email received from the local tour operator admitting the error.
  
  Kind ************************************************

  Customer Answer

  Date: 06/07/2025

  After several days of investigation, I was extremely disappointed to receive an email from Viator stating that I would only be issued a partial refund of $34.13despite having paid $131.04 for a transportation voucher that I was unable to use due to the transportation companys clear negligence. Whats especially frustrating is that I provided Viator with written proof that the company admitted fault and assured me of a full refund. Yet, Viator ultimately sided with the company, whose only justification was a vague statement: we are denying your refund. This experience has made it clear that if a customer encounters an issue with a vendor through Viators platform, Viator will defer to the vendors claimsregardless of the documentation or evidence presented by the customer. That is deeply concerning and undermines consumer trust.
  I am formally requesting a full refund of the $131.04. If this matter is not resolved promptly, I will have no choice but to dispute the charge through my bank and will submit all relevant documentationincluding Viators correspondence and the transportation companys admission of responsibility.

  Business Response

  Date: 06/19/2025

  Viator has proceeded to a second review on the case.
  
  Viator forwarded the refund request to the local tour operator who denied their request. The local tour operator **************** has provided documentation supporting their decision, including report of the transfer on the day.

   

  The customer has advised the tour operator emailed them directly to approve a refund on this booking. As per Viator security process, the tour operator does not have access to the customer personal email address and ********************** has verified that the customer did not provide their personal email address to the operator via the Viator internal messaging platform. Viator has requested the customer to provide a copy of this email communication in order to support their statement, however the customer was unable to provide this documentation and advised they no longer have access to the email as they deleted it to free up space in their inbox.
  
  As the tour operator has provided valid documentation to support their refund request denial and the customer has not provided the requested documentation to investigate further on the request, Viator has closed this complaint and has offered a partial refund of USD ***** has a gesture of goodwill. The customer has been notified by email.
  
  Kind Regards,
  Viator Customer Care

• Initial Complaint

  Date:06/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Viator, who is owned by ************, gave me another companies Trip Advisor listing without consent of the owner. After months of talking with support, they finally gave back the listing to its rightful owner, with one problem, the "Owner Information" stayed with my info. Now Trip Advisor tells me to talk to Viator, and Viator tells me to talk with Trip Advisor to have it fixed. This is making my business look bad having my info on another listing. The other business listing with MY information on it: ***************************************************************************************************************************** MY listing: ********************************************************************************************************************************************

  Business Response

  Date: 06/03/2025

  After reviewing the customer's inquiry, ********************** has sent a message to customer asking to reach out to supplier support team directly due customer support team is only able to assist with any booking-related inquiries.

  Kind Regards,
  Viator Customer Care

• Initial Complaint

  Date:05/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Booked boat tour in ********, ******. The weather was horrible, as it was very windy and rainy. We called the boat company and they stated that they highly recommend we cancel on viator and we will be fully refunded. They did not want our kids/us on the boat and clearly stated that they would turn us away because we have kids and we need to cancel on viator to get our refund. We did so and still havn't received a refund. Viator has been hard to reach.

  Business Response

  Date: 06/03/2025

  Viator has reviewed the Better Business Bureau complaint with the details provided by the customer. ********************** is unable to locate any booking using the customer name, phone number or email address for a boat tour experience in ********, *******
  
  Viator recommends the customer to contact ********************** ************* regarding their refund request via phone at ************** toll free from the US or from any other country at ***************, or via LiveChat from the ************************** website.
  
  Kind regards,
  Viator *************
  
  

• Initial Complaint

  Date:05/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday May 22nd we were supposed to have a guided tour of the Coloseum and Forum. When we arrived they had switched the names on the tickets so the child was listed on the adult ticket and the adult name was on the child ticket. The agent at *********** said as a result we could not go on the tour as the security at the ********* would not let us in. He said to reach out to Viator if we explained the situation we would get refunded. When U reached out to Viator they said when they reached out to Crown Tours they would not refund us. We need refunded as we did not go on the tour.

  Business Response

  Date: 05/25/2025

  Viator has reviewed the case. On May 14, 2025, the customer has placed a booking for a ****: Colosseum, Roman ****** and Palatine Hill Guided Tour on May 22, 2025 for 3 adults and 1 child at a total of USD 354.65. 

  
  At the time of booking, customers are prompted to select the number of travelers along with the age range of each traveler. On the checkout page, customers are prompted to add the following details for each traveler : the first name, the last name and the date of birth. The checkout page clearly displays which traveler is within the Adult age range and which traveler is within the Child age range to avoid any confusion. The tour operator of this booking, Crown Tours, issued tickets based on the information provided at the time of booking, which are named tickets including the date of birth of the traveler. Viator has reached out to the tour operator to request a refund on the booking. The tour operator has denied the refund request as they were ready to fulfill this booking. They issued 4 valid tickets, reserved spaces for 4 travelers for the customer booking and these spaces could not be sold again. As such, a refund will not be provided on this booking.
  
  Kind Regards,
  Viator Customer Care 

  Customer Answer

  Date: 05/25/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as 

  The Viator site did not ask for each customers date of birth.  That is not true and I did not provide that information prior to booking.  Also if this was the case why did the gentleman at the tour guide office of Crown Tours tell me to contact Viator and we would be issued a refund if that was never intended.  Was it just to get me out of their office and then dismiss me via phone and email.  I would even accept a partial refund to cover the ticket cost but I do not think it is fair to pay for a tour guide that we did not get to experience.  The tickets cost $18 each and the tour total was $354.  I would even accept a refund of $200 to more than cover ticket cost.  
  

  Heather

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Heather

   

   

  Business Response

  Date: 05/27/2025

  
  
  Viator has made a secondary reviewed the case. It is advised in the Experience Page at Viator's website, under the Additional Info Section, with the following: 

  "Each traveler must present a valid passport or ID document that matches the name provided at the time of booking for successful entry to the Colosseum and Roman ********************* provide the full names of all travelers when booking. Failure to present a voucher with all travelers' full names at the ticket office prior to entry may result in denied entry to the Colosseum and Roman ************************* that Viator tried to assist the customer's cancellation attempt, together with a refund request, reaching out to the tour operator, who has denied the refund request as they were ready to fulfill this booking. The Operator issued 4 valid tickets, reserved spaces for 4 travelers for the customer booking and these spaces could not be sold again.

  Based on all available information, Viator is unable to issue a refund for this booking.

  Kind Regards,
  Viator Customer Care
  

  
  

• Initial Complaint

  Date:05/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked 4 day trekking tour viator thereafter booked the flights to ****. Transaction date was May 3rd 2025. Paid close to $2000 to the operator.Later on, i inquired directly with the operator and found out that tour is not on and its already booked, which viator had no knowledge off.this is the second time it happened with viator where they incorrectly advertise the tour.I booked my flight tickets after viator confirmation. Now due to this viator goof up my flights tickets, hotel booking ...all will be wasted.

  Business Response

  Date: 05/25/2025

  Viator reviewed the booking details. On May 3, 2025, the customer placed a booking for a Classic Inca Trail to ************ (4 Day) experience for a travel date starting on July 18, 2025. The tour operator allows Viator to sell this product with instant confirmation to our customers. At the time the booking was made, the tour was available, and Viator had not been advised to stop selling the tour on this date. The customer contacted ********************** on May 19 to cancel the booking as the tour operator informed them that the tour would not operate on the selected day. Viator has requested a refund to the operator and has processed the full refund of USD ******* on this booking on May 22. The customer has been notified via email. ********************** has emailed the customer with alternative tours available to book on the platform for the same travel date. 
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 05/25/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 
  

  I booked international travel tickets based on the availability of 4 day hiking tour and now I have no reason to travel to ****. I can show airline tickets which I booked after booking the hiking trip with viator

  also if I would have not inquired with tour operator Viator would have left me stranded on the day if tour as they have done to me and my family one month back in ***** with pyramid tour.

  isnt it Viator responsibility to keep system updated with latest on whether tour is on or not

  totally unacceptable!!

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Rohit

   

   

  Business Response

  Date: 05/27/2025

  By way of reminder, Viator, Inc. provides all customers with an online platform through which they are able to make a booking directly with the operator. During the booking journey, it is clarified in the Customer Terms of Use governing each booking.
  
  Below, it is found a copy of the Terms of Use for reference: ***********************************************************************. In particular, Viator reiterates that "we [Viator] are not a travel or tour agency, and we do not provide such experiences ourselves. When you make a booking, you will be purchasing a tour, ticket or other service directly from the third-party supplier":
  
  Section 1.1, 1.3 and 1.4 (Introduction): this sets out an introduction to Viators business, and the roles that Viator, Inc. and the operator play in any booking. 
  
  Section 10 (Products and Booking Reservations), which goes into more detail about Viators role as the provider of a platform through which you contract with an operator, and explicitly states that "Viator will have no liability with respect to the acts, omissions, errors, representations, warranties, breaches or negligence of any Supplier or for any personal injuries, death, property damage, or other damages or expenses resulting from your interactions with any Supplier."
  
  Section 18 (Our Liability), which explains in detail the extent of Viators liability in relation to any booking. 
  
  At this moment, should the customer wish to pursue additional compensation beyond the refund already issued by Viator for the cancelled booking, the customer may contact the operator of the tour directly.
  
  Kind Regards,
  Viator Customer Care
  

  Customer Answer

  Date: 05/28/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [such a good way for company like viator to cover behind the scene by showing legal documentation, do they expect customer to see such details while booking?.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Rohit

   

   

• Initial Complaint

  Date:05/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked an excursion through trip Advisor. I wanted to change the date of my excursion. There wasn't an option to change it, so i tried to reschedule and then cancel. The website said most tours could be canceled within 1 day, but if this isn't an option the cancel tour button would not be visible. The option was there. So I scheduled a new tour. When I went to cancel the original booking, I found out there was a 100% cancellation fee. I tried to contact trip advisor, who advertise 24/7 support. I couldn't find a phone number, and the messaging system didn't work. I'm very frustrated!!

  Business Response

  Date: 06/03/2025

  Viator has reviewed the case. On January 5, 2025, the customer placed a booking for a Colosseum Arena Floor, Roman ***** and Palatine Hill Guided Tour experience with a travel date on May 21, 2025 and for a total amount of USD 167.86.
  
  This tour has a Flexible Cancellation Policy. For a full refund, the customer must cancel at least 10 full days before the experiences start time. If the customer cancel less than 10 full days before the experiences start time, the amount paid will not be refunded.
  
  Viator confirms this information was present on the tour description page at the time of booking, as well as on the checkout page at the time the customer placed and confirmed this booking. The tour operator has reserved spaces for the customer's party for this tour and issued valid ticket for the selected date. Costs have been incurred for this booking for the tour operator. Therefore, Viator is unable to offer a refund on this booking. Viator has emailed the customer regarding the refund request outcome.
  
  Viator ************* is reachable via phone, email or chat. Viator and Tripadvisor ************* contact details and contact features are present on ************************** and ***************.
  
  Regards,
  Viator *************
  
  

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an excursion in ******** and the customer service is horrible and not reliable. They have two pick up locations ***** at 8am and shinjuku at 830 but I called to verify and the guide advised that they did not have the 830 stop this morning so we started to turn around then later I called again because I felt like it was false advertising. He hung up on me twice then he decided to do the 830 pick up but I did not make it on time because of his lies and bad customer service

  Business Response

  Date: 05/19/2025

  Viator has reviewed the case. The customer purchased the experience Tokyo Day Tour in Mt. ****, Lake Ashi Cruise and Owakudani Cable for a travel date on May 14 for a total amount of USD ****** and selected the meeting point option "8:00am - *************".
  
  Viator has reviewed the tour operator Hotel Takitei messaged the customer the day before the tour with instructions on where and how to locate the guide at the ************* meeting point. Neither the customer nor the tour operator Hotel Takitei reached out to Viator **************** prior or after the travel date regarding a confusion in the starting time or meeting point. 
  
  The customer booked for the option "****** - *************" and advised they did not attend the tour because the tour operator informed them that the other option "8:30am - ****************" was unavailable. Viator has reached out to the customer via email to request a clarification on where and when the customer waited and for additional details of communication with the tour operator. Viator will communicate with the customer via email regarding their refund request.
  
  Kind regards,
  Viator *************

  Customer Answer

  Date: 05/20/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******